List of Cisco WebEx CPaaS Customers
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Since 2010, our global team of researchers has been studying Cisco WebEx CPaaS customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco WebEx CPaaS for CPaaS (Communication Platform as a Service) from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco WebEx CPaaS for CPaaS (Communication Platform as a Service) include: Centrica, a United Kingdom based Utilities organisation with 22147 employees and revenues of $26.79 billion, Domestic & General Insurance, a United Kingdom based Insurance organisation with 3201 employees and revenues of $1.55 billion, Onesource Debt Resolution Services United Kingdom, a United Kingdom based Government organisation with 1000 employees and revenues of $60.0 million and many others.
Contact us if you need a completed and verified list of companies using Cisco WebEx CPaaS, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Cisco WebEx CPaaS customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Centrica | Utilities | 22147 | $26.8B | United Kingdom | Cisco Systems | Cisco WebEx CPaaS | CPaaS (Communication Platform as a Service) | 2023 | n/a |
In 2023 Centrica deployed Cisco WebEx CPaaS, using Webex Connect and Webex Engage, as a CPaaS (Communication Platform as a Service) implementation to integrate SMS and WhatsApp into its contact-centre workflows. The initiative was UK based and targeted customer-facing CRM interactions within Centrica's contact centres. Cisco WebEx CPaaS was positioned to orchestrate digital channels alongside voice to enable alternative customer engagement paths.
Webex Connect and Webex Engage were configured to support programmable messaging, template orchestration, campaign level conversational engagement, and automated deflection flows. Configuration work emphasized conversational state management and routing rules to steer routine inquiries from voice to SMS or WhatsApp, while preserving context for agent-handled escalations. These modules were used to automate message templates and initial conversational handling consistent with CPaaS (Communication Platform as a Service) functional patterns.
The deployment integrated CPaaS channels into existing contact-centre workflows and agent consoles, changing interaction routing and CRM touchpoints for customer service teams. Operational coverage focused on customer service and CRM functions across Centrica's UK support operations, with channel orchestration embedded in frontline support processes.
According to the vendor case study the rollout achieved approximately 5 percent deflection to WhatsApp and delivered very high Net Promoter Scores for WhatsApp users. Governance for the rollout centered on channel policies, message templates, and routing controls to maintain conversational SLAs and sustain the deflection strategy.
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Domestic & General Insurance | Insurance | 3201 | $1.6B | United Kingdom | Cisco Systems | Cisco WebEx CPaaS | CPaaS (Communication Platform as a Service) | 2024 | n/a |
In 2024, Domestic & General Insurance deployed Cisco WebEx CPaaS to automate repair-status communications and centralize customer messaging workflows. The implementation targeted customer service and contact-centre operations in the United Kingdom, using the CPaaS (Communication Platform as a Service) capability set to unify outbound and conversational channels for repair updates.
Deployment used Webex Connect and Webex Engage components of Cisco WebEx CPaaS to orchestrate event-driven notifications and two-way messaging across SMS, email, LiveChat and WhatsApp. Configuration emphasis included templated status notifications, channel routing rules and automated escalation triggers to reduce manual agent intervention and normalize message content across channels.
Operational scope covered customer service teams and contact-centre workflows in the UK, embedding automated repair-status touchpoints into existing service processes and support queues. Governance focused on centralized message templates and staged rollout of channels to control customer experience, and the vendor case study reports large reductions in follow-up calls and higher customer sentiment as outcomes of the deployment.
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Onesource Debt Resolution Services United Kingdom | Government | 1000 | $60M | United Kingdom | Cisco Systems | Cisco WebEx CPaaS | CPaaS (Communication Platform as a Service) | 2023 | n/a |
In 2023, oneSource Debt Resolution Services United Kingdom implemented Cisco WebEx CPaaS to deliver RCS-rich messaging journeys for payment reminders and citizen engagement. The deployment used Cisco WebEx CPaaS within the CPaaS (Communication Platform as a Service) category to centralize outbound conversational messaging for public-sector debt resolution and collections workflows.
The implementation focused on messaging orchestration and journey orchestration capabilities native to Cisco WebEx CPaaS, including rich content delivery via RCS, templated notification engines, scheduled reminder flows, and delivery and read reporting. Cisco WebEx CPaaS was configured to manage multi-step messaging sequences for proactive payment reminders and two-way citizen interactions, and the platform’s reporting capabilities were used to track read rates and engagement during live campaigns.
Operational coverage was concentrated on UK collections and citizen engagement functions within oneSource Debt Resolution Services United Kingdom, supporting contact center outreach and automated messaging channels used by collections teams. The implementation emphasized conversational channel consolidation and consistent message templates to improve reach and response for payment-focused communications.
Governance and workflow changes aligned messaging cadence and approval processes with collections policies, shifting parts of outreach from manual calls to automated RCS journeys. The project produced reported outcomes, including a roughly 30 percent uplift in payment rates and read rates rising to approximately 92 percent, per the vendor case study for Cisco WebEx CPaaS.
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